Dan’s family changed planes in snowy Chicago while on their way to sunny Orlando. Before taking off, their Southwest flight spent three hours awaiting deicing on the tarmac. Dan’s family took the delay in stride.

The pilot kept us informed (he even said at time he would pull back into the gate if we were there much longer) and the flight crew were very helpful and understanding. No one got upset, we all just tried to make the best of it.

After returning from Orlando, Dan did not complain about the delay to Southwest. That did not stop Southwest from apologizing…